Sr. Analyst Workforce Planning Capacity

Who We Are

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. 

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point32Health.

Job Summary

The Sr Analyst Workforce Planning Capacity tackles complex business challenges by analyzing workforce data and provides actionable insights. The individual leverages the Verint Workforce Management tool that is key to optimize resource allocation and support Member and Provider Services. This role collaborates with senior leaders, facilitating workgroups, and offering strategic recommendations to enhance operational performance and improve the overall member experience.

Job Description

• Develops short- and long-term forecasts for various contact channels, including inbound calls, emails, faxes, chats, written correspondence, and back-office functions.
• Maintains staffing models to meet service level objectives and optimize resource allocation.
• Collaborates with IT Call Center Technology Operations to refine call routing, call flow, and IVR strategies.
• Adjust real-time workforce plans to ensure maximum resource utilization.
• Communicates staffing and training needs to ensure alignment with service goals.
• Manages the architecture of workforce management tools, including staff alignment, vacancy management, and system integrations.
• Provides actionable reporting and insights to guide leadership decisions on performance and resource utilization.
• Serves as the liaison to IT, offering 24/7 afterhours support during critical outages affecting service operations.
• Leads cross-functional teams and coordinate with external vendors to solve complex service and operational challenges.
• Uses data analysis to drive process improvements and make strategic recommendations.
• Builds strong partnerships with internal business units and leadership teams across Service and Operations.
• Supports the development of strategic objectives and tactical plans for the division.
• Other duties as needed to support team success.

Certification and Licensure

Education

• Required: Bachelor's degree in business, healthcare, or a related field (or equivalent experience).
• Preferred:

Experience

• Required: 5-7 years of experience in Workforce Management, including experience with Workforce Management technology. Strong initiative and a self-starter mindset with the ability to work independently. Ability to analyze complex data and translate insights into actionable recommendations.
• Preferred:

Skill Requirements

• Excellent verbal and written communication skills, including experience presenting to executive leadership.
• Collaborative mindset with the ability to lead cross-functional teams and build strong relationships.
• Comfortable with change, innovation, and risk-taking.
• Ability to prioritize between urgent and important tasks in a fast-paced environment.
• Experience with Verint Workforce Management tool or other WFM technologies.
• Strong analytical, problem-solving, and decision-making abilities.
• High level of experience with (Excel, SQL, or other data tools).
• Familiarity with call center operations and service center technologies.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classificat